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INUSE seminar 26.9.2011 Long-term user experience and user involvement Sari Kujala
Contents
• What is the role of users in design? • How about in industrial context? • In designing for user experience? • How to involve users if there are millions of them all over
the world? • Long-term user experience
User involvement approaches (Kujala, 2003)
User-centered design
Participatory design
Ethnography Contextual design
Emphasis Usability Democratic participation
Social aspects of work
Context of work
Typical methods
Task analysis Prototyping Usability evaluations
Workshops Prototyping
Observation Video-analysis
Contextual inquiry Prototyping
User involvement in industrial contexts
• The aim is cost-efficient product development and commercially successful products – As broad user group as possible – involved users should be
representative – Users may not be motivated to participate if the role of the
product is small in their lives – Users are unaware of implementation constraints and design
practices – Also remote methods needed to reach an international audience
of users – Success may not depend on used methods – users as
information sources and mere direct links are enough
Designing for user experience? • The aim is that using the product feels good
– Stimulation – product is challenging and novel (Hassenzahl, 2004)
– Identification – product communicates the user’s personal values (Hassenzahl, 2004)
– Rewarding (van der Heijden) – Surprise (Derbaix and Vanhamme, 2003)
• Are users able to design pleasurable feelings? – Talking about pleasure is not socially accepted – Users may not be aware of their personal needs, values and
emotions – People have difficulties in remembering emotional experiences
and they easily use generalizations
Example: A hidden need
Psychological values • Describe what is important to a person in life
Social relatedness Esteem, status, achievement, conformity, equality, helpfulness
Emotional and hedonistic
Aroused feeling or affective sates, pleasure, fun, sensory enjoyment
Growth and self-actualization
Independent though and action: choosing, creating and exploring
Universal Protection of the welfare of all people and for nature
User values
• User values are their personal values that affect their views about what is important in a certain product – Connection to product preference – Essential in persuading users
Sentence completion • is a combination of a questionnaire and a projective
technique – Used in psychology and consumer research to reveal inner
thoughts – Respondents’ are asked to complete given sentences
• first reactions and associations • using own words
– Less likely to be culturally biased
Sentence completion is revealing inner thoughts (Hoyer and MacInnis, 2007)
• People who don’t smoke are... ….happier ….wise
• Teenagers who start to smoke are…. ….crazy ….foolish
Sentence completion for identifying user values
General The most important thing to me is… It is important in my children’s spare time activities that…
Social relatedness When my child exercises, other children…
Emotional and hedonistic
The emotion my children’s exercising arouses… My child’s best experience was…
Growth and self-actualization
Exercising helps my child to….
Sentence completion for evaluating UX
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Sentence completion for evaluating symbolic meanings
Long-term user experience
• How the user’s experience and relationship with a product evolves over time – from early learning and enthusiasm to becoming a part of daily life
UX Curve method
Results: Mean attractiveness curves
Facebook Mobile phone
Competing factors improving and worsening long-term user experience
Conclusions
• User involvement has different approaches suitable to different situations
• Designing for user experience requires new approaches – Users may not be aware of their needs, values and emotions – People rationalize and avoid talking issues that are not socially-
accepted – Designing for experience takes many forms and is challenging,
often easier to start with evaluation